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Sun Life Financial Transforms Operations and Saves Millions

Client Profile

Sun Life has more than 1,300 claims workers spread across North America processing high volumes of claims, annually. More than 45,000 complex long term claims that last months, or years are open, creating a potential customer service nightmare


Geographically decentralized work structure Slow response times Manual task overload

Sun Life dedicated itself to make significant improvements in case management and processing capabilities, seeking to dramatically improve customer service, speed, costs, case management, employee engagement and national oversight. Quite the undertaking, especially when needing to factor in operational performance across the enterprise and in satellite locations. Leveraging its existing systems, Sun Life turned to IPD to optimize case management and process capabilities and deliver operational transformation.


Create initial direct savings of $2 million annually Shorten recovery rates, the "holy grail" in disability Integrate key missing functionality Enable satellite workers while enhancing employee satisfaction Measurably increase competitive differentiation


Sun Life sought an IBM/FileNet partner with expertise, domain knowledge and world-class references to achieve its lofty objectives. IPD was selected to upgrade, integrate and implement newer IBM/FileNet technologies while seamlessly including IPD Ultera to further enhance capabilities and transform operations.

Additionally, through the use of the IBM/IPD case management claims solution, Sun Life developed predictive modeling for disability claims. A scoring method assigns the probability of recovery, then assigns an appropriate plan of action for the claim and allocates the proper resources. Implementing predictive modeling is a reliable method to dramatically improved recovery rates.

Sun Life staff no longer navigate a variety of systems. By using Ultera, everything is consolidated. This allows Sun Life to acquire the best talent around the world and allows employees to work at satellite locations, creating great employee satisfaction.

Sun Life Financial Transforms Operations and Saves Millions
"Our business has been transformed as a result of working in this (IBM/IPD Ultera) environment."

- Annette Gibbs, Sun Life VP, Life and Disability Claims